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1 – 10 of over 1000This paper aims to establish a service efficiency-oriented framework for training design and evaluation as a pivotal service procedure in the workplace to fill the gap between…
Abstract
Purpose
This paper aims to establish a service efficiency-oriented framework for training design and evaluation as a pivotal service procedure in the workplace to fill the gap between training and organizational performance in a service context.
Design/methodology/approach
A semi-structured interview was first employed to confirm the primary indicator for training programs and criteria design as the pivotal factor for operational efficiency. An observation experiment was subsequently conducted to reveal that the training program can be redesigned according to the concrete operation effects and influencing factors for operational efficiency in the workplace.
Findings
The proposed service efficiency-oriented training model is suggested to underline and guide the activities for training requirements, training methods, training criteria and training evaluation for the service sector. Training auditing, analyzing and redesigning based on service efficiency could help to integrate service efficiency so that service organizations can readjust their specific training needs and concise the training program in the human resource management practice.
Research limitations/implications
This study only conducted an on-site observational experiment on one of the casinos in Macau. An observational method assessed the conceptual model in the context of table game operations. More quantitative approaches like AI-assisted systems may be employed in the future. The representativeness of the sample is somewhat limited. In addition, the service efficiency-oriented training concept model is an open system that any organization could extend by incorporating more elements in each part that can be developed to meet their human resource management needs. Finally, other service-oriented organizations like airlines and banks can learn from the theoretical model proposed in this article. It is suggested that non-profit organizations would be a better research area.
Practical implications
The finding can provide organizations and practitioners with insights and tools on how to provide and evaluate service efficiency and assess employee performance.
Social implications
The proposed service efficiency-oriented training model provides a theoretical foundation for training and organizational performance for service organizations.
Originality/value
This study is the first to develop a service efficiency-oriented training framework with training needs, methods, criteria and evaluation. A service industry sample was used to verify the framework in the context of casino game pace and dealer training for table games. Suggestions for a combination of management are provided for casino operators to redesign and evaluate the dealer training program for service improvement.
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Paul Langley and Alison Rieple
This empirical study uncovers emotional sensemaking factors that cause changes in management perceptions about wicked strategic problems under dynamic complexity. These perception…
Abstract
Purpose
This empirical study uncovers emotional sensemaking factors that cause changes in management perceptions about wicked strategic problems under dynamic complexity. These perception changes improve understanding of, and solutions to, the wicked problem.
Design/methodology/approach
Senior managers from three large organizations in different sectors participated in gaming simulation workshops. The strategic issues at stake were intractable and divisive. Qualitative methods captured participants' perceptions of the problems and the dynamic complexity that they faced and how they changed.
Findings
Flawed management perceptions were revised as sensemaking processes were catalyzed by emotions of shock/surprise that came from experiencing unexpected stakeholder conduct within a simulation. The plausibility of the conduct was strengthened because managers were role-playing stakeholders. The shock/surprise emotion uncoupled attachment to entrenched beliefs, leading to a willingness to revise the flawed perceptions. The changed perceptions created new insights for a solution to the wicked problem.
Practical implications
Practical implications are how management practitioners can improve the tackling of wicked strategic problems through the use of shock and surprise in a gaming simulation.
Originality/value
This research extends theory on the role of emotions in sensemaking under dynamic complexity. The authors uncover how a hierarchy of managers' emotions used in sensemaking explains the catalytic effect of the shock and surprise of unexpected stakeholder conduct on revisions to their perceptions of the outcomes of the dynamic complexity.
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Jonathan Lean, Robert Newbery, Jonathan Moizer, Mohamed Haddoud and Wai Mun Lim
This paper investigates how individuals' decision-making approach and perceptions of a game's cognitive realism affect the performance of virtual businesses in a web-based…
Abstract
Purpose
This paper investigates how individuals' decision-making approach and perceptions of a game's cognitive realism affect the performance of virtual businesses in a web-based simulation game.
Design/methodology/approach
Survey data are collected from 274 business simulation game users and is analysed using the fsQCA technique.
Findings
The study identifies three alternative pathways to high and low performance in a business simulation game. Results indicate that a flexible decision-making approach exists in all high performance pathway solutions. Where a game is perceived to be realistic, a more focused decision-making approach is associated with high performance. However, where perceived cognitive realism is absent, a less focused experimental decision-making approach is employed, which increases the chances to achieve low performance. Finally, perceived cognitive realism and an experimental decision-making approach are found to be mutually exclusive for achieving high performance.
Originality/value
Whilst the learning benefits of web-based simulation games are widely acknowledged, the complex interplay amongst factors affecting performance in games is under-researched. Limited research exists on how perceptions of a game's cognitive realism interact with user decision-making approaches to affect performance.
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Helgi Thor Ingason and Pernille Eskerod
Existing literature points out that conventional educational modes are not sufficiently motivational for students. Concurrently, the contemporary society requires awareness of…
Abstract
Purpose
Existing literature points out that conventional educational modes are not sufficiently motivational for students. Concurrently, the contemporary society requires awareness of sustainability within project management. The purpose of this paper is to investigate how the use of simulations in project management education can positively impact students’ awareness of sustainability and enhance their ability to navigate projects in a sustainable way.
Design/methodology/approach
Experiment where 26 experienced professionals with different backgrounds engaged in three extensive project management simulations with sustainable aspects and participated in pre- and post-assessments.
Findings
Our research shows that simulations have a high potential for enhancing learning on project management with sustainable aspects. We conclude that simulations can significantly contribute to enhancing student awareness of sustainability. This is through directly confronting them with three areas in which sustainability impacts project management, that is the management of environmental, social, and economic aspects; through handling opportunities, complexities, and adaptability; and by assuming responsibility for sustainable development in the simulation case.
Practical implications
We have shown that simulations – as a part of project management education – are highly likely to augment students' capacity to navigate their projects in a sustainable way.
Originality/value
This paper offers results of an empirical study on simulations as a means to create awareness of ability to navigate projects in a sustainable way. The paper provides extensive qualitative statements from participants, and thereby gives the reader insights into the raw data leading to insightful conclusions for the field of project management education.
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Rosa Hendijani and Mohammad Milad Ahmadi
Individual differences cause many differences in human behaviour, and the first source of these differences is personality. In various organisations, employees are encouraged to…
Abstract
Purpose
Individual differences cause many differences in human behaviour, and the first source of these differences is personality. In various organisations, employees are encouraged to manage conflict through conflict management styles. The way people think can be an essential factor in their ability to conflict management. Difficult employees are individuals who constantly use problematic communication styles to express their feelings and thoughts to direct the behaviour of others. This empirical study aims to investigate the effect of thinking styles on individuals’ conflict management in dealing with difficult personalities.
Design/methodology/approach
To achieve the research purpose, a gamified situation was designed, and a survey was performed in laboratory settings and on an online platform. At first, participants’ reactions were measured in the simulated conflict management situation dealing with difficult personalities; subsequently, the dominant thinking style of participants was measured by the rational-experiential inventory (REI) and the cognitive reflection test. At the end, participants answered a series of demographic questions.
Findings
The collected data were then analysed by regression analysis. Based on the findings of this study, the rational thinking measured by the REI40 has a significant and positive effect on the performance of individuals in conflict management with difficult personalities in an organisational context; in other words, rational thinking leads to better performance in conflict management than experiential thinking.
Originality/value
The value of this article lies in the direct study of the impact of thinking styles on conflict management, which was done by focusing on difficult organisational personalities. Also, using gamification in research design is another research initiative.
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Ayodeji Emmanuel Oke, John Aliu, Patience Tunji-Olayeni and Timilehin Abayomi
This paper aims to identify and evaluate the challenges affecting the adoption of gamification practices in developing countries through the lens of the Nigerian construction…
Abstract
Purpose
This paper aims to identify and evaluate the challenges affecting the adoption of gamification practices in developing countries through the lens of the Nigerian construction industry.
Design/methodology/approach
A scoping literature review was conducted through which challenges to the adoption of gamification practices were identified, which helped in the formulation of a questionnaire survey. Data was obtained from construction professionals including architects, builders, engineers and quantity surveyors. Retrieved data were analyzed using several statistical tools such as percentages, frequencies, mean item scores (MIS) and exploratory factor analyses.
Findings
Based on the MIS ranking results, the top five significant challenges to the adoption of gamification were lack of capacity and expertise, lack of budgeting for innovation, lack of technical infrastructure, hesitation to adopt and limited internet connectivity. Through factor analysis, the challenges identified were categorized into five principal clusters, namely, organizational challenges, technical-related challenges, human-related challenges, data security challenges and economic challenges.
Practical implications
The identification and evaluation of the key challenges hindering the adoption of gamification practices would help construction organizations and stakeholders to understand the need to embrace and implement the concept into their activities, operations and processes to improve the engagement and motivation levels of employees.
Originality/value
To the best of the authors’ knowledge, this study is the first of its kind in the study area to identify and evaluate the challenges affecting the adoption of gamification practices using a structured quantitative approach.
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Vincent Dodoma Mwale, Long Seng To, Chrispin Gogoda, Tiyamike Ngonda and Richard Nkhoma
This study aims to investigate the intricate relationships between a community energy system, water resources and biodiversity conservation, with a specific focus on augmenting…
Abstract
Purpose
This study aims to investigate the intricate relationships between a community energy system, water resources and biodiversity conservation, with a specific focus on augmenting community energy resilience in Bondo. The primary objective is to gain an in-depth understanding of how community members perceive and experience the challenges related to balancing the often-conflicting demands of energy, water and biodiversity conservation within this context.
Design/methodology/approach
The research uses a qualitative approach to unravel the multifaceted dynamics of community energy systems, water resources and biodiversity conservation in Bondo. Data were collected through focus groups and direct observations, enabling a nuanced exploration of community perspectives and lived experiences. The subsequent analysis of this qualitative data follows established thematic analysis procedures.
Findings
The study's findings shed light on the formidable barriers that impede rural communities in Malawi from accessing electricity effectively. Even in communities fortunate enough to have electricity connections, the lack of knowledge regarding productive electricity use results in community energy systems operating at significantly reduced load factors. Furthermore, the intricate challenge of managing a biodiversity hotspot persists, exacerbated by the densely populated peripheral communities' continued reliance on forest, land and water resources. These activities, in turn, contribute to ecosystem degradation.
Originality/value
In a context where government-led management of forest reserves and game reserves has not yielded the expected results due to a multitude of factors, there arises a compelling need for innovative approaches. One such innovation involves fostering partnerships between the government and experienced trusts as lead organisations, providing a fresh perspective on addressing the complex interplay between community energy systems, water resources and biodiversity conservation. This novel approach opens doors to explore alternative pathways for achieving the delicate balance between human energy needs and the preservation of vital ecosystems.
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Working conditions, pay rates and the rights of workers to collectively negotiate have become important points of discussions in recent years, with support for unions and union…
Abstract
Purpose
Working conditions, pay rates and the rights of workers to collectively negotiate have become important points of discussions in recent years, with support for unions and union applications rising to levels long unseen in America. In many instances, though, companies have responded aggressively. This is not the first time such a dynamic has played out in American business. This study aims to take a fresh look at one of America’s most prominent historical disputes between labor and ownership – the Homestead Massacre of 1892 – to glean lessons from that conflict that remain relevant to today’s business environment.
Design/methodology/approach
This study adopts game theory and the principles of repeated interaction to assess how differing discount factors led to differences in time orientations between the workers and the Carnegie company. These differing time orientations affected both the strategy each side deployed in the negotiations and the payoffs received by the parties. Letters, contemporary news reports and histories of the events leading up to and immediately following the 1892 Homestead Massacre are qualitatively analyzed with a genealogical pragmatic approach.
Findings
Differences in temporal orientation between management and workers exacerbated the conflict, with the workers adopting a more cooperative stance and distal time orientation, while the Carnegie company negotiated with a proximal time orientation and played to “win” a game that, in fact, could not be fully won or lost given its infinitely repeating nature. The result was a short-term victory for the Carnegie company but with long-term negative consequences that highlight the suboptimal outcome the company achieved by playing a proximal strategy in an infinite game.
Originality/value
Although the incident at Homestead is a well-studied labor dispute, many of the themes that preceded the incident have resurfaced in the modern work context. This work, by adopting game theory as an analytical framework, provides new insights into management mistakes that led to the labor conflict and lessons for what present-day managers can do to avoid exacerbating labor strife.
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Gen-Yih Liao, Tzu-Ling Huang, Alan R. Dennis and Ching-I Teng
Online games are popular applications of Internet technology, with over 2.8 billion users worldwide. Many players engage in team gameplay, indicating that online games are…
Abstract
Purpose
Online games are popular applications of Internet technology, with over 2.8 billion users worldwide. Many players engage in team gameplay, indicating that online games are suitable media through which players connect with their friends. However, past studies have not examined the ability of games to assist players in connecting with their friends, indicating a gap. To fill this gap, the authors propose a new concept, the friend-connecting affordance, which is the ability of an online game to enable players to contact friends within the game.
Design/methodology/approach
The authors built a model to explain how games' friend-connecting affordances influence game loyalty. The authors gathered responses from 1,347 online players and used structural equation modeling to test the model.
Findings
The authors found that friend-connecting affordances and team participation influence game loyalty. Gaming intensity and gaming history can moderate the impact of friend-connecting affordances.
Originality/value
This new affordance can be realized through various game elements, offering unique and actionable insights to game makers. The authors also compared the friend-connecting affordances among a number of popular online games, providing insights specific to each game and increasing the practical value of the findings.
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In China, information-based construction management (ICM) has not obtained the expected results because of the benefit game between construction enterprises and the government…
Abstract
Purpose
In China, information-based construction management (ICM) has not obtained the expected results because of the benefit game between construction enterprises and the government. Promoting ICM is a long-term, complex and dynamic game process. Therefore, an evolutionary game model is established to promote ICM.
Design/methodology/approach
MATLAB was used to conduct evolutionary game analysis on the behavioural strategies of two parties. System stability analysis and numerical simulation were conducted. The variables affecting ICM realization were analysed and comprehensively considered. The optimal stability strategy and key variables were obtained.
Findings
The results show that the system includes four evolutionarily stable strategies (ESSs) with 10 decisive parameters. Information technology costs, benefits, reputation, the government intervention level, the enterprise ICM level and the degree of reward and punishment determine the ideal ESS. Increasing tangible benefits, enhancing corporate reputation, improving the level of government guidance and reducing intervention costs can promote ICM implementation. Rewards are more effective than punishments, and appropriate rewards should be determined.
Research limitations/implications
First, reducing labour disputes, accidents and environmental pollution brings great social and ecological benefits; hence, the recognition of external benefits and the establishment of a benefit compensation mechanism by the government will be a future focus of research (Jia et al., 2020). Second, this study considered only the government and construction enterprises, and there may be other stakeholders, such as owners and the public, in the ICM adoption process, which needs further analysis (Zhang and Li, 2022). Third, this research is based on the specific context of government intervention in ICM. The selection of parameters and the determination of values were based on the national conditions in China. Therefore, the generalizability of the research results to other countries and other political contexts needs to be further improved (Hardie et al., 2013; Martínez-Román et al., 2017). Fourth, the empirical data were collected from Shandong Province and a pilot project, and the universality of the data remains to be verified. Nevertheless, the data were used only for the initial values of the simulation, which did not affect the simulation path.
Practical implications
(1) This study comprehensively summarized the benefit and cost indexes for the government and enterprises to promote ICM and constructed the payment matrix model. (2) This study determined the theoretical relation that the parameters should meet when system evolves into a certain strategy, and the research findings provide recommendations for overall control for the government and enterprises to synergistically adopt the ICM. (3) The study determined the influence of the main parameters on system evolution path and identified the core parameters, thus providing targeted improvement recommendations for the government and enterprises.
Social implications
Real-time data-based management can ensure product quality and production safety and improve decision-making and efficiency. For the government, ICM can effectively reduce project quality and safety accidents, labour disputes, supplier mix-ups and environmental pollution, thus reducing the government's management costs and improving social benefits.
Originality/value
(1) Based on the challenges of ICM implementation, the payment matrix is constructed, with the cost and benefit parameters fully considered. (2) This study determines the theoretical relationship that should be met when both parties coordinate their implementation and when enterprises implement independently, and the optimal strategy is specified. (3) Incorporating an actual case, a simulation is conducted to clarify the influence of a single parameter on the evolutionary path of behaviours. (4) A decision-making basis for governments and enterprises to control and improve ICM is provided.
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